PHED Introduces Real-Time Customer Engagement Platform

By Adedapo Adesanya 

The Port Harcourt Electricity Distribution Plc (PHED) has gone live with the deployment of a customer engagement platform on the call centre of the Nigerian Electricity Regulatory Commission’s headquarters in Abuja.

This innovation, according to PHED, follows compliance with NERC’s order on the deployment of customer engagement platforms under section 119 of the Electricity Act.

The order aims to standardize call centres deployed by DisCos for seamless integration with the commission’s call centre.

The Head of Corporate Communications for the distribution company, Mrs Olubukola Ilevbare, explained in a statement that the platform was aimed at improving the resolution of complaints filed with the Disco as it provides real-time visibility to complaints escalated to the Commission.

Mrs Ilevbare said PHED as a customer-centric company, was listed amongst the first five Discos to go live with the service, as the management remains keen on improving customer service in line with its core values under the leadership of the Managing Director, Dr Benson Uwheru.

She said, “By the functionalities of the Customer Engagement Platform, the platform is aimed at improving the resolution of complaints filed with the Disco as it provides real-time visibility to complaints escalated to the commission.

“The platform provides the regulator, an additional avenue for monitoring Disco’s service quality and delivery to the customers. Once complaints are registered, an automated complaint (ticket ID) is immediately generated and escalated to the channels functioning optimally for immediate resolution.

“Our esteemed customers are encouraged to use the platform, [email protected], as an alternative channel to register their complaints as we would continue to resolve their complaints in real-time.”